Patient-centered care has become a key driver in recent healthcare reform. Meanwhile, healthcare consumers have become more aware and concerned about the quality of services. This has made healthcare organisations accentuate evaluating healthcare service quality and patient satisfaction. This...

This study identifies some of the critical service encounters that the outpatients undergo in a health care facility and investigates whether the service encounter related process quality as perceived by the patients leads to patient satisfaction, repeat visit, and recommendation intentions....

Purpose – The paper aims to establish structure of patient satisfaction construct in Indian health care settings. Design/methodology/approach – The data were collected from 528 indoor patients who were seeking treatment from Government Medical College (GMC), Bakshi Nagar and Acharya Chandra...

Purpose The purpose of this paper is to investigate the effect of health-care service quality (HCSQ) dimensions on patient satisfaction and behavioural intentions in selected corporate hospitals from South India. Design/methodology/approach Based on Parasuraman et al. ’s SERVQUAL variables,...

Purpose – The purpose of this study is to investigate and test a six-factor model that explains considerable variation in patient satisfaction with tertiary care hospitals in India. Design/methodology/approach – The data of this study were collected through a systematic randomly distributed...